Outsourcing & Partner Support, Program Manager
About The Position
Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Requirements
- Leverage AI technologies to drive operational efficiencies and measurable service improvements.
- Manage multiple priorities and align strategic objectives, individual goals, and global team goals to departmental outcomes.
- Collaborate effectively across global support teams, security services, sales, operations, channel partner teams, and leadership to influence and improve SDP performance.
- Apply strong analytical capability, including using data from tooling and reporting solutions to identify trends, inform decisions, and deliver results.
- Demonstrate executive-level communication and presentation skills, conveying strategy, solutions, and performance outcomes to partners and internal stakeholders.
Responsibilities
- Manage and grow relationships with one or more global outsourcing partners to ensure alignment to business objectives, operational standards, and service expectations.
- Partner with SDPs to improve operational efficiency, scalability, and flexibility through training and cross-training strategies and expanded program/product case-handling capability.
- Own and drive outsource partner support KPIs, including CSAT, MTTR, backlog aging, and engineer productivity.
- Ensure adherence to SLAs and established escalation frameworks; identify and address risks to compliance.
- Oversee case lifecycle management, queue health, workload distribution, and operational readiness across assigned partners.
- Develop and execute backlog reduction strategies, including aged-case burn-down plans and continuous improvement actions.
- Lead forecasting and financial performance management with partners to meet budget requirements and staffing plans.
- Leverage current and future toolsets, particularly AI-enabled solutions, to automate workflows, expand customer/partner self-service, reduce time to resolution, and improve quality of service.
- Support the development and ongoing management of the Channel Partner/Managed Service Provider (MSP) support program to improve case quality, maintain required training and certification levels, and enhance the Channel Partner/MSP customer experience.
Benefits
- A description of our employee benefits may be found here.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
